Care Advisor

Job overview

The main duty of a Care Centre Advisor is to respond to telephone inquiries about the company's products or services by following standard scripts and procedures. The incumbent is also responsible for ensuring that all calls are answered within predetermined time scales and handled to the highest standards of customer service. The CCA will document details of telephone conversations and actions taken to support further follow-ups and corrective action as required. The CCA will correspond with the Care Centre Team Leader and Care Centre Manager and provide customer-oriented service at all times.

Key responsibilities

• Build a customer-oriented focus in the Care Centre by providing quality actions and resolutions to customer concerns and queries.
• Follow communication and update expectations with clients in accordance with company policies, scheme requirements, or agreed time frames.
• Answer inbound calls and assist customers with specific inquiries.
• Build customers’ interest in the services and products offered by the company.
• Provide personalized customer service of the highest level.
• Update the existing database with changes and the status of each existing or prospective customer or member.
• Document details of telephone conversations and actions taken.
• Correspond with the Care Centre Supervisor and Care Centre Manager, maintaining an open channel of communication.
• Maintain records and close the loop on each call by completing clerical duties, including faxing, filling out paperwork, checking credit references, and liaising with other departments.
• Analyze the various parts of a problem and develop logical solutions within the permitted scope of work.
• AI readiness: Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics, and cloud-based tools, using insights responsibly and adhering to standards for data governance, security, and ethical use.

Key requirements

• Bachelor’s degree; a medical background is preferred.
• Ideally, at least two years of experience in a call centre or customer service environment. Exposure to third-party administrators (TPAs), hospitals, or medical centres is a plus.
• Physically fit to carry out duties.
• Legally permitted to work in the country of operations.
• Fluency in Microsoft Office (Excel, Word, Outlook, and PowerPoint), along with general internet navigation and research skills.

How we hire

Allianz Partners does not accept unsolicited CVs or approaches from agencies. We work only with partners on our approved supplier list under contract. Unsolicited submissions will not be considered.

Key benefits

Allianz Partners is a world leader in B2B2C insurance and assistance, offering global solutions spanning international health and life, travel insurance, automotive, and assistance. Customer-driven, our innovative experts are redefining insurance services by delivering future-ready, high-tech, high-touch products and solutions that go beyond traditional insurance. Our products are seamlessly embedded into our partners’ businesses or sold directly to customers, and are available through four commercial brands: Allianz Assistance, Allianz Automotive, Allianz Travel, and Allianz Care.

Allianz Group is one of the world’s most trusted insurance and asset management companies. Caring for our employees, their ambitions, dreams, and challenges makes us a unique employer. Together, we can build an environment where everyone feels empowered and confident to explore, grow, and shape a better future for our customers and the world around us.

At Allianz, we stand for unity. We believe a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. The foundation for this is our inclusive workplace, where people and performance both matter, and which nurtures a culture grounded in integrity, fairness, inclusion, and trust.

We welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability, sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Great to have you on board. Let’s care for tomorrow.